What happens if I do not pay for my account?
Knowledge Base > FAQ's > What happens if I do not pay for my account?
By Jeroen van Meeuwen on September 16, 2017

Kolab Now is a paid service. At the end of of each month of Kolab Now consumption the owner’s account will receive a deduction to their balance, and if the account balance therefore turns negative, the user will also receive a notification.

If the account balance is not sufficiently topped up after 7 days, a second reminder about the negative balance will be sent.

If the account balance is not sufficiently topped up after another 14 days, a third reminder, a notice and a warning is sent out (as one message) and the account is suspended. The user is now unable to use Kolab Now services except for login to the cockpit to pay the account.

If the account balance remains insufficient even after yet another 21 days, the account is deleted. A fourth reminder is sent out 3 days prior to the event.

Please note that regardless of your account balance, all subscriptions continue to be billed to the account.

About Suspension

Account suspension will prevent users from using Kolab Now services. For accounts with a custom domain this means that all the included users in those domains will also be unable to use the services.

The accounts will no longer receive any new email — sending servers are denied delivery to the account(s) using a temporary failure, which means that they will retry at a later time usually for up to 5 days.

Accounts that are suspended can no longer login to IMAP, POP, SMTP, ActiveSync, CalDAV, CardDAV, WebDAV until they are re-instated. This means that no email can be submitted any longer, either.

Senders may receive a delayed delivery status notification (DSN) as Kolab Now’s refusal to accept email to accounts that have not been paid for causes email delivery to be delayed. Usually, this notification is sent out to the sender after up to some 4 hours.

About Deletion

Account deletions can not be recovered from. The account’s deletion includes the removal of all data associated with the account.

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